At Spice Journey, we take great pride in the quality, safety, and integrity of our frozen vegan products. Due to the perishable nature of our products, we have specific guidelines regarding returns and refunds.

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1. Perishable Food Products

All Spice Journey products are fully cooked, frozen, perishable food items

For food safety and hygiene reasons, we do not accept returns on frozen or perishable products once they have been delivered or collected.

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This policy ensures:

• Cold chain integrity

• Compliance with food safety regulations

• Protection of all customers

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2. Damaged or Incorrect Orders

We will gladly assist if:

• You received the wrong item

• Your order arrived damaged

• Packaging was compromise

• There is a quality issue

To qualify for a replacement or refund:

You must notify us within 24 hours of delivery

Provide clear photographs of:

• The product

• Packaging

• Proof of purchase

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If approved, we will:

• Replace the product, OR

• Issue a refund, OR

• Provide store credit

This is at the discretion of Spice Journey after reviewing the claim.

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3. Cold Chain Disclaimer

Spice Journey is not responsible for:

• Products left unattended after delivery

• Improper storage after delivery

• Refreezing after thawing

• Damage caused by third-party couriers once delivery has been confirmed

All products must be stored immediately at -18°C or below.

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4. Retail Purchases

If you purchased Spice Journey products from a retail store:

Please return the product directly to the store of purchase. The store’s return policy will apply. For quality concerns, you may also contact us directly with product details and batch number.

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5. Refund Processing

If a refund is approved:

• Refunds will be processed within 5–10 business days

• Refunds will be issued via the original payment method

• Shipping fees are non-refundable unless the error was ours.

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Thank you for supporting locally made, plant-based innovation.